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Supply Chain Risks Management and Customer Service: A Moderating Role of Mitigation Strategies

In: Business Innovation for the Post-pandemic Era in Vietnam

Author

Listed:
  • Irfan Ulhaq

    (RMIT University)

  • Rajkishore Nayak

    (RMIT University)

  • Kevin Nguyen

    (RMIT University)

  • Huy Truong Quang

    (RMIT University)

Abstract

Over the years, supply chain risks management (SCRM) research has made noteworthy progress. However, there is little research on the management of supply chain risks and measures to reduce their impact, especially in developing nations. The purpose of this study is therefore to investigate the SCRM in the Vietnamese textile industry. Quantitative survey methods were used to collect data, and structural equation modelling (SEM) validated the relationships between model constructs. It was discovered that operational and demand risk positively affect customer service. Moreover, prevention strategies increased the effectiveness of customer service, while prevention and control strategies reduced the impact of operational and demand risk on customer service. The results of this study could support organisations in the supply chain in deciding on strategies to improve the delivery of goods and services.

Suggested Citation

  • Irfan Ulhaq & Rajkishore Nayak & Kevin Nguyen & Huy Truong Quang, 2023. "Supply Chain Risks Management and Customer Service: A Moderating Role of Mitigation Strategies," Springer Books, in: Nguyen Hoang Thuan & Hung Nguyen & Hiep Cong Pham & Alrence Halibas (ed.), Business Innovation for the Post-pandemic Era in Vietnam, pages 181-190, Springer.
    • Handle: RePEc:spr:sprchp:978-981-99-1545-3_15
    DOI: 10.1007/978-981-99-1545-3_15
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